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Chatbots for customer service: a super-efficient solution

Written by 
camila
5 minutes
07/01/2022

According to Google Trends, the "Chatbot customer service example" has been a growing trend since March 2020. This shows that companies, forced to reduce their budgets, are looking for ways to optimize customer service without impacting its quality. Chatbots can also help you develop your company's online business in record time! Want to know how?

The unrestrained digitalization imposed by the pandemic has pushed companies to look for new ways to reduce costs. And, customer service often accumulates hidden costs. Did you know that the term "Chatbot for customer service" has more than 431,000 results on Google? It has also been rising on Google Trends since March 2020. 40% of consumers do not care whether a chatbot or a real human helps them, as long as they are getting the help they need. Chatbots can save up to 30% in customer support costs and can help businesses save on customer service costs by speeding up response times and answering up to 80% of routine questions.

Why are chatbots used in customer service?

What is a chatbot?

A chatbot is a computer program with a "messaging" type interface capable of having an intelligible conversation without the intervention of a human agent. When applied to a business, the conversational bot can act as a virtual agent that provides answers to customers. When properly configured, the chatbot will use natural language to have fluid conversations with users on the web. There are generally two types of chatbots or conversational bots.

The two types of chatbots to use for your business:

  • Chatbots or basic conversational agents. This type of chatbot is, by far, the most commonly used in customer service. Its use is amazingly simple. Depending on the terms used by the customer, the chatbot will trigger a pre-recorded response. However, the user must update the chatbot's natural language with the evolution of the company's offer. This is to ensure that the conversation and the answers are always relevant to the customer.
  • "Smart" conversational agents. This type of virtual agent is powered by Artificial Intelligence and Machine Learning. Connected to the different channels of your customer relationship, this bot will learn from the conversations conducted by the human agent to refine its language. The higher the flow of conversations conducted by marketing, the more data and information the chatbot will be fed. Conversations conducted with this type of bot perfectly simulate human interactions. The experience is more immersive, but these chatbots are also more complicated to create.

Basically, the chatbot is a virtual assistant that accompanies your customers to help them move through the sales funnel.

chatbot

According to estimates, more than 67% of consumers worldwide used a chatbot for customer support in the past year and around 85% of all customer interactions will be handled without a human agent by 2025. The benefits of chatbots in customer service can be broken down into two categories:

The benefits of using chat in customer service

  • Instant messaging is the new standard for consumer-business interactions. In fact, 70% of consumers prefer to interact with businesses via online apps rather than by phone.
  • Messaging guarantees you access to a huge consumer audience. A messaging app like WhatsApp has more than two billion users worldwide. Facebook Messenger has 1.2 billion users, and soon, with the merger with Instagram's Direct, the increase of users will be astronomical. To deny yourself access to these applications is to turn your back on billions of consumers.
  • 53% of customers are more likely to buy from companies that can be reached via online messaging.

Advantages of conversational chatbots in customer service:

  • By their autonomous nature, virtual agents reduce the work on marketing teams. Its use is limited to programming answers and keywords in customer requests.
  • The chatbot improves the customer experience, as it provides relevant answers faster than a human agent.
  • A conversational bot allows you to have 24/7 customer service at a lower cost. Customer requests have no time limit! Providing answers at all hours is an undeniable advantage for you to stand out in the market!
chatbot for customer service

How to create a customer service chatbot with Facebook Messenger:

Contrary to what one might think, setting up a virtual conversational assistant is not very complicated. As long as you have ChayAll! We accompany our customers who have to implement a messaging bot from A to Z. You don't know anything about computer programming? Don't panic. Your bot will be operational and efficient even if you don't know how to code. All data and information are entered in a form without any headaches.

Create a customer service chatbot on Facebook Messenger with ChayAll:

  • Start by creating a Messenger account on the ChayAll platform. To do so, go to the "Messaging" tab, click on "Configure" under the "Messenger" tab. Finally, click on "Connect to Facebook".
  • Follow the information and instructions of the platform. You will also be asked to enter the URL of the web page on which you want to integrate your Messenger chatbot.
  • Finally, you'll have access to the configuration page of the Messenger conversational bot. This is where you will enter the bot's answers and trigger keywords. All you have to do is test your chatbot before launching it!

Don't hesitate to contact our experts if you need more information! Click on the button below to contact a ChayAll advisor.

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Written by
camila
Community manager at ChayAll.com. A journalist from Colombia with a love of new trends, culture, music, and cats.
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